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The Rules Are Changing—Can Your Business Keep Up?

You’ve worked hard to build a loyal customer base, fine-tuned your operations for maximum efficiency, and you’ve trained your team to deliver consistently great service. But there’s a new player at the table—and their expectations are different. Gen Z is stepping into their economic power, and they’re already reshaping what…
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How Does Age Affect What Customers Value?

Age plays a large factor in influencing customer expectations for a great experience. The level of employee helpfulness, friendliness, empathy, knowledgeability, as well as the ease of shipping/delivery and returns all matter to each age group, but there are certainly stark differences on how much each of these matters to…
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The Secret to Working with Millennials

We’ve all seen those articles about the things millennials are killing. Industries like cable TV are falling to digital streaming, and social conventions like face-to-face conversations are giving way to text messaging and social media. Let’s not forget all those accusations of how pampered and selfish most are, too. Blaming…
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